Michelli Experience

Transforming Service into Experience: The Power of Personal Connection

Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. Here’s an example from Capital One that highlights how a business can transform a simple service interaction into an unforgettable experience. A…

View Post about Transforming Service into Experience: The Power of Personal Connection

The Success of Your Business Depends on a Single Question: How Do You Respond? (Infographic)

In this week’s blog, I discussed about elevating your business to building team and customer trust. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact

View Post about The Success of Your Business Depends on a Single Question: How Do You Respond? (Infographic)

Your Customers Are Changing Fast, Are You?

In my years as a consultant for Starbucks and author of two books about them, The Starbucks Experience and Leading the Starbucks Way, I’ve seen firsthand how the company has continuously adapted to changing customer preferences. Under Howard Schultz’s leadership, Starbucks was positioned as a “third place” where -people came together in an environment less…

View Post about Your Customers Are Changing Fast, Are You?

Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls

Undeniably, AI and data analytics are enhancing customer service and operational efficiency; however, their use is fraught with significant ethical and legal challenges, particularly concerning customer privacy and data usage. Patagonia’s Legal Battle: A Cautionary Tale Patagonia, renowned for its outdoor clothing and equipment, is currently engaged in a lawsuit alleging violations of California privacy…

View Post about Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls

Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth (Infographics)

In this week’s blog, I discussed about creating unexpected and mutually beneficial partnerships. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact

View Post about Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth (Infographics)

Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth

The recently announced partnership between Starbucks and Mercedes-Benz definitely grabbed my attention. I’ve consulted for and written about both brands but had yet to conceptualize them working together. This somewhat unusual partnership addresses mutual goals and allows us to “think beyond” our obvious partnership opportunities. The Starbucks and Mercedes-Benz Collaboration Starbucks announced a strategic collaboration…

View Post about Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth

Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping (Infographic)

In this week’s blog, I discussed about successful customer journey mapping. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact

View Post about Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping (Infographic)

Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping

Sometimes, we are too close to something – a process, an idea, a product, or a service – to see it with accurate, objective clarity and perspective. This can be especially (and paradoxically) true when a notion leaps from our brains. We think we know what it looks, smells, and feels like as a customer…

View Post about Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping

Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic)

In this week’s blog, I discussed about empowering your team. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact

View Post about Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic)

Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience

In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…

View Post about Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article